Joanna Pena

956-***-****

adr5va@r.postjobfree.com

Objective

A tenured professional with sixteen years of service industry experience, thirteen of those years specializing in banking business practices including, but not limited to, cash handling, account opening and customer issue resolutions. An individual who takes initiative, has a passion for learning and is eager to apply those skills into a leadership position.

Experience

Aug 2019-Current

Quality Control Specialist II Texas Regional Bank McAllen

Review of all file maintenance reports that generate through Director daily

Recordkeeping & Data Entry of all maintenance exceptions founded across 9 reports

Review all new accounts reports that generate through Director daily

Recordkeeping & Date Entry of all New Accounts exceptions founded across 4 reports

Submit Morning Reports to Branch Leadership and Operations Managers

Train and assist the department on maintenance and new accounts reports

Develop procedures and training aids of the department’s duties

Weekly analysis of exceptions by branch

Monthly analysis of exceptions by branch and percentile affected

Assist branches with correcting their errors/exceptions

Assist Central Operations Department with Deposit Review Transactions

Assist Finance with Reconciliation

Management of Interest Checks for Bank

Assist Finance with Non-Post of Official Bank Checks

Verifying and updating exception spreadsheet daily

Nov 2017-Aug 2019

Banking Center Operations Specialist/ Private Banker Texas Regional Bank McAllen

Cultivated, friendly, and professional member interactions that translated into increased satisfaction amongst members and branch management.

Performed deposits, withdrawals, along with loan/credit card payments for members

Took the initiative to learn how to order checks, issue debit and ATM cards, temporary checks and homebanking access (promoted to Private Banker).

In charge of opening all accounts from perspective to current customers and delegating excess accounts to remainder of staff.

Training new hires at telephone etiquette, and teller duties

May 2011-July 2017

Member Service Assistant/Teller Security First Credit Union Edinburg

●Cultivated, friendly, and professional member interactions that translated into increased satisfaction amongst members and branch management.

●Performed deposits, withdrawals, along with loan/credit card payments for members

●Took the initiative to learn how to order checks, issue debit and ATM cards, temporary checks and home banking access.

●Performed background checks on potential members upon opening accounts, running personal information on ChexSystems and OFAC.

●Performed receptionist/secretarial duties when needed as a step-in Lobby Coordinator; data entry, supply order and distribution, answering calls while assisting members, directing visitors to the appropriate departments along with assisting them with any information needed for them to perform.

●Assisted in new hire training and shadowing.

●Assisted the mortgage department as needed with updating files, contacting insurance agents for updated binders/evidence of insurance, and providing potential clients with rates and needed information for application processes.

August 2010-May 2011

Lead Teller Supervisor Lone Star National Bank McAllen

●High-profile Supervising teller accountable for maintaining the vault and cash dispensers at the company's desired amount.

●Led meetings of concerns and new goals that the branch/bank expected.

●Maintained monthly reports of teller outages, referrals and audits performed along with scheduling staff accordingly.

●Maintained foreign currency exchange rates.

●Cross-sold banking services and products to clientele and potential clientele.

●Maintained order amongst teller staff and personal bankers to ensure products were being cross-sold and excellent customer service was provided at all times.

June 2006-July 2010

Customer Service Coordinator/ Vault Teller BBVA Compass Edinburg

●Demonstrated flexibility, willingness, and initiative to take on new roles and responsibilities to help with the overall operations, performance, and success of the branch.

●Maintained monthly reports of branch profits and losses.

●Service customer concerns

●Filed transaction count, monetary purchase orders/shipment reports

●Arranged staff schedule for benefit of the branch operation

Branch Associate Manager Assistant

●Supervised New Account Representatives.

●Filed daily reports of new and closed accounts.

●Filed monthly reports of transaction counts, bank losses, and teller outages.

●Worked diligently with CTR department to ensure that client information was properly obtained, filed and in compliance.

Education

●South Texas College

●Associates Degree in Business Administration May 2016

●Continuing to pursue my Bachelor’s Degree

Volunteer

Participated in a Political Action Committee at Security First Credit Union

oWas founded in 2016 and served as the journalist

oCreated a quarterly newsletter showing any fundraising goals as well as meet and greets of US Congress candidates

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